10-03-2017
06:48 PM
I have always flown SW, for many reasons, it has been my favorite airline! Recently, I took me three children on an Alaskan Cruise, a very big trip for us! Upon returning, my daughters luggage never arrived at the airport in AZ. Our flight was delayed 2 hours getting us home after midnight. We waited 20 minutes and searched everywhere to no avail. I phoned the airport the next morning and was transferred to a number where I left a message, then again the following day left another message. Never heard back. Next I called the 1800 # and they said to send an email. Then I found another number online I called and finally spoke to a women. After about a week and a half of talking to several people, questioning me, and aking for the numbers I called and almost saying I did not call, it was aweful. My daughter started 7th grade that week, and was devastated her things were gone, all her toiletries, jewlery, gifts, clothes, everything! I took her shopping and spent hours doing all of the requirements SW gave us. I still have not heard back, I am so frustrated with how I have been treated and not able to talk to any one, and having to prove with receipts all the treasures we lost. I honestly feel like just accepting the loss and walking away would be ealeir to deal with and I truly did not expect to be treated like this or for the process to be this difficult and stressful. Please SW, my claim is not a lot, you refuse to reimburse the jewlery alone, that amount is just gone. I have been a loyal customer, I have used your credit card for years and I am aksing you to recosider your process, for those of us that are honest, loyal customers, and flying your airline, our personal luggage is gone! Its more tramatic that I imagined, realizing all that is gone, trying to replace what we can and not being able to replace many of her things. I would expect a little more care and compassion and a better process that weeds out the people who try and treat, but takes care of those that innocently lost precious belongings. Signed, Still waiting Kelly
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